Customer Engagement. Gabriel Chan Financial Services Industry Dynamics CRM

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1 Customer Engagement Gabriel Chan Financial Services Industry Dynamics CRM

2 Cliché Lean and focus on customers Think like a designer and lead the way

3 Mission : Empowering individuals & organisations to do more

4 Repositioning for growth Products New players Processes Products to engage with different market segments Competition from non banks esp in lending and payment Increased digitization and streamlining of business processes Customers Insights into business value Differentiated customer experience

5 Banks have to transform to provide more diversified and sophisticated services

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7 Financial institutions need to be perfect in every single interaction with customers every single time. Let customers interact with you through the channels they want digital or personal and ensuring a satisfying customer experience in each of those channels. Engagement drops by 40% when customers don't interact when they give a less-thanperfect satisfaction score to even one of the channels they use. Newly empowered, tech-savvy consumers who expect convenience, personalized service, and competitive fees and rewards We are engaging with only 40% of our clients and only 10% of them are actively using our electronic channels CEO Asian Bank 86% says they are willing to pay more with better customer experience Fortune

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11 Design of an excellent User Experience for servicing Leverage on data for insights in business value chain Change in mentality throughout organization on customer Social banking and be disruptive

12 Enabling financial institutions to be in the financial lives of their customers Any Time Any Place Any Device Any Channel

13 Research online about product Discuss satisfaction with others Learn of product via social media Find and consult with an expert online while at branch Find branch and contact rep from anywhere Rep uses customer 360 view to tailor offers Share and discuss options online with others c Monitor performance of product anywhere, anytime Schedule in-person meeting with rep Meet with rep at branch Meet online with rep to select product Digital Hotspots Changes in fees Account Switching Debt collection Complaints resolution Account onboarding & maintenance Claim management Life events (marriage/child birth) Lost/Stolen card Setting up a payment Buying a new product

14 Microsoft technologies provide for more productive banker experiences. Skype for business and Office 365 allow bankers to be productive anywhere on any device. 360 Degree Customer View Provide service Anywhere Personal Banker Relationship Managers Banking Anywhere Financial Specialist Skype for Business Dynamics CRM Online Office365 Consistent Customer Experience Customer Banker collaborates and serves customers anywhere using any channel App Service Back Office Storage Core Banking Machine Learning PowerBI Express Route Cloud-based services augment core banking capabilities Customer receives service anywhere, anytime

15 One Holistic Solution with Microsoft Dynamics CRM Marketing Segmentation Profitability analysis Wallet share distribution Campaigns execution Intelligent offers 360º view of customer Extended CRM Account on-boarding Loan origination Financial needs planning Claims handling Credit analysis Sales Pipeline management Deal tracking Cross-/up-selling Propensity to buy Streamlined approvals Service Customer satisfaction Account management Case management Multi-channel comms. Knowledgebase Compliance Comms. history Audit log Privacy preferences Workflows Document management

16 Dynamics CRM in banking Use customer data to help build profitable, lasting relationships Provide CRM to bankers through tools that are familiar and intuitive Deliver interactions that are relevant and personalized Listen and engage with today s social customers Streamline your regulatory compliance efforts Access CRM from virtually anywhere using any device

17 Combined Power of Productivity (Gartner and CRM Magazine ) MICROSOFT IS IN THE GARTNER S LEADERS QUADRANT IN 7 CATEGORIES: Salesforce Automation Unified Communications Business Intelligence and Analytics Platforms Social Software in the Workplace Web Conferencing Horizontal Portals Enterprise Content Management based on Gartner s review of vendor completeness of vision and ability to execute. CRM : SALES FORCE AUTOMATION UNIFIED COMMUNICATIONS BUSINESS INTELLIGENCE AND ANALYTICS PLATFORM SOCIAL SOFTWARE IN THE WORKPLACE WEB CONFERENCING HORIZONTAL PORTALS ENTERPRISE CONTENT MANAGEMENT

18 Works the Way You Do Tight integration with Microsoft Office, including Microsoft Excel and Microsoft Word. Works the Way Your Business Does Out of the box, feature rich modules for Sales, Marketing and Service management. Point and click customizations for quick deployment Strong Workflow automation that streamlines business processes Rapid deployment and fast ROI Point and click customizations for quick deployment Works on premise and on Cloud Binary compatible Extensible and scalable Manages anything Machine learning for better effectiveness Predictive and prescriptive eg propensity model Supported by every SI who have assets on Dynamics Availability of skills on Dynamics

19 The 2015 Gartner Magic Quadrant for Sales Force Automation The 2015 Nucleus Research CRM Value Matrix The 2015 Gartner Magic Quadrant for CRM Customer Engagement The 2015 Forrester Wave for CRM Suites for Large Organizations The 2015 Forrester Wave for CRM Suites for Midsize Organizations The 2015 Forrester Wave for Customer Service Solutions for Enterprise Organizations CRM Magazine for best CRM across all segments Asian Private Banker for best front office customer engagement platform

20 Banca Transilvania MKB Bank Volkskreditbank AG Westpac AgFirst Farm Credit Bank Security Services FCU Sun National Bank Barclays Bank Maybank AgFirst Farm Credit DNB NOR Bank ASA Volkskreditbank AG

21 Microsoft Dynamics CRM momentum

22 Broad Usage Across Banking Retail Commercial Private/WM Invst/Asst Mgmt Other

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24 founder) Vernon Hill (Commerce Bank Metro Bank Video:

25 Customer Service Results Zero - $5.7bn in 4 years Deposits grew 118% to $5.4 bn 1,800 employees opened 500,000 accounts Multi Channel - Call centre with <100 people 23,000 new accounts per month 625 per store pm vs. 100 av.

26 David Russell Business and Commercial COO RBS

27 In 2012 In 2013

28 Principles 3,000 Seats Across Business Banking under 1 Year Familiar user experience Focus on business readiness Focus on training On-premise installation Collaborative working, Business, Change, IT and Microsoft Low customisation for easier upgrades Presentation layer approach Centre of Excellence for everyday support and driving development cycles

29 1 year of planning, 4 months to deploy 100% adoption across bank

30 Mid-Market Enterprise Relationship Banking Core Banking Loan Origination Wealth Mgmt/Advisory Services Product and Pricing Lifecycle Mgmt Predictive Analytics/NBO Document and Process Mgmt Insurance Agent Mgmt Solutions Insurance Channel Mgmt Policy and Illustration Mgmt Claims Mgmt Compliance Capital Markets Data Enrichment

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